R&D Escalation Engineer

R&D Escalation Engineer 

Summary

Varonis Systems is the leader in unstructured and semi-structured data governance software, which is any human-generated data that is within a company’s environment. Our goal is to protect companies' most sensitive information from insider threats and cyberattacks. We do this by allowing organizations to analyze, secure, manage, and migrate their volumes of unstructured data.  

We are searching for a highly motivated Escalation Engineer to join our R&D team. 

The goal of the Escalation Engineering team is to provide our customers with the highest level of customer experience by providing quick solutions to complex technical problems and to ensure that they get value from the entire Varonis products portfolio by setting quality standards. The team extracts and analyzes a huge amount of data from the latest IT technologies available today. Our Escalation Engineers must learn fast and adapt to quickly changing technology in order to maintain and develop our product line. The Escalation Engineer investigates issues related to our product suite and provides timely resolution while coordinating with other technical groups in the company. Our Escalation Engineers are our go-to resource for our most challenging customer cases, which can include technical complexity or politically charged escalations. 

Position Description

• Diagnose, troubleshoot, and replicate customer issues, research, identify, and deliver solutions to them
• Analyze, diagnose, and debug complex customer issues 
• Create and implement fixes 
• Take ownership of escalations and drive towards resolution 
• Act as a technical focal point in cooperative relationships with other internal groups 
• Work closely with our software development teams from various product components to deliver success 
• Acquire both broad and in-depth product knowledge 
• Create and improve documentation to train support engineers to resolve support cases 
• Demonstrate strong interpersonal and communication skills 
• Push for solutions and interact with people from various other teams 

Desired Skills & Experience

• At least 3 years of hands-on (full stack) experience with strong Backend experience, working with a multi-threaded environment and on large scale using C++ – Mandatory
• Experience in C#, .NET – Significant advantage
• Developing using Microsoft SQL, T-SQL 
• Strong troubleshooting skills
• Great interpersonal skills
• High sense of urgency
• Ability to solve a complex problem in a timely manner.  
• Fast technology adaptation 
• Independently driven, proactive, accountable, reliable, team player 

Additional Skills

The following additional skills are nice to have: 

•  Experience in Angular, NodeJS, TypeScript 
• Develop reporting infrastructure and reports using Microsoft Reporting Services 
• Experience with windows internals (Win API) 
• Work and use of Microsoft environments (Windows Server, NTFS, Active Directory, Exchange, LDAP, IIS, GPO) 
• Solid understanding of data structures, design patterns, and algorithms 
• Experience with large-scale software projects